Principal Customer Experience Designer
Grade: 11/12
Salary range: $149,739-$173,174 + superannuation and leave loading
Duration: permanent full time role for up to 24 months
Location: Hybrid with an in-office requirement 2 days a week in Sydney, McKell. This may be subject to change in line with DCS workplace policies
Lead end‑to‑end service design for large‑scale, mission‑critical programs that shape national, mission-critical communications program.
We are seeking an experienced and hands‑on service design leader to drive end‑to‑end service design for a complex transformation program, Public Safety Mobile Broadband (PSMB).
This is not a purely digital or UX role — you will define end‑to‑end services that must operate in real-world, operational environments and stand up to delivery, governance and implementation constraints.
About the team
This role sits within NSW Telco Authority and leads the delivery of service design across a complex, multi‑disciplinary program.
You will take ownership of discovery, co‑design and service definition activities, translating user needs, policy intent and operational constraints into clear, delivery‑ready service models. The role works across technology, commercial, policy and delivery teams to ensure services are feasible, scalable and aligned to program objectives.
We value different perspectives and deep expertise — and we still make decisions and deliver outcomes at pace.
Why work on PSMB?
Working on PSMB offers a rare opportunity to contribute to a high‑priority, whole‑of‑government initiative that directly supports the safety of the nations’ communities. The work is complex, meaningful and highly visible, with strong engagement across emergency services, central agencies and industry.
Team members gain exposure to strategic decision‑making, operate at scale, and play a tangible role in shaping how critical public safety capability is delivered for the long term.
Your responsibilities will include
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Leading end‑to‑end service design, including discovery, co‑design and service definition across complex transformation programs
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Translating user needs, policy requirements and operational constraints into clear service models, artefacts and design outputs
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Producing practical, delivery‑focused design outputs, including service blueprints, journey maps and design inputs that inform requirements and implementation
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Working closely with technology, delivery, commercial and policy teams to ensure services are feasible, scalable and delivery‑ready
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Leading stakeholder engagement and co‑design activities to ensure alignment and shared understanding across diverse groups
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Embedding human‑centred design approaches that result in practical, implementable service models and requirements
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Providing clear, actionable design recommendations that support governance decisions and unblock delivery
For more information on the role and its accountabilities, click here to view the role description.
To be successful in this role you will have
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Proven experience leading end‑to‑end service design across complex, large-scale programs — from discovery through to delivery‑ready service definition
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Strong capability to translate user needs, policy intent and operational constraints into clear, implementable service models and requirements
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Demonstrated experience working across technology, delivery, commercial and policy environments, navigating complexity and aligning diverse stakeholders
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Track record of delivering practical, hands‑on design outputs (e.g. service models, blueprints, requirements inputs) that are used by delivery teams to build and implement
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A delivery mindset — able to move beyond advisory and produce outputs that support decisions, unblock delivery and drive outcomes
Desirable
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Experience designing services within telecommunications, infrastructure or mission‑critical environments
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Experience working within large-scale government or regulated programs, or multi‑disciplinary/agile delivery environments
A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements.
This role may require additional enhanced security vetting.
About NSW Telco Authority
NSW Telco Authority (NSWTA) operates and manages the Public Safety Network to deliver radio communications for frontline responders.
We work with emergency services and telecommunications carriers to protect communications assets during emergencies and natural disasters.
NSWTA is a delivery agency with responsibility for over $1.5 billion in key NSW Government projects that connect communities and support emergency services.
We lead and coordinate whole-of-government connectivity strategy to bridge the digital divide and help keep people and places safe.
NSWTA operates as a standalone Statutory Authority within the Department of Customer Service. We promote flexibility and we will consider part time, job share and other flexible arrangements.
We’re proud of our customer-centric, people-first culture and it is key to the success of our fast-moving, high-performance organisation, where our people and partners live and breathe our values of Integrity, Trust, Service and Accountability.
We understand the importance of continuing to learn and grow in your career and provide a range of training and development opportunities to keep upskilling and nurturing our people. We’re also committed to creating opportunities for job mobility and new experiences within our organisation or the wider public sector.
For more information, go to NSW Telco Authority
Salary Grade 11/12, with the base salary for this role starting at $149739 base plus superannuation
For enquiries relating to recruitment please contact Fiona Glover via
[email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: 9:59am Wednesday 17th June
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact
[email protected].
For more information, please visit
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